Job Ref: 214405920

Date: 2021-08-10 18:05:33

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Network Support Executive – Connected Services

Milton Keynes

Monday to Friday, 37.5 hours per week

£26,000 – £28,000 per annum + bonus + excellent benefits package

Connected Services controls a portfolio of over 64,000 Connected vehicles, using intelligent connectivity to deliver customer centric solutions which safeguard customer compliance and help operators optimise their operations. Our Fleet Management and Tachograph services play a pivotal role in many customers operations and have become important in increasing uptime, improving productivity, and reducing operating costs.

Reporting to the Product Support Manager for Connected Services, you will be the go-to expert for everything Connected, providing support to our dealer network. From managing relationships with existing customers, supporting sales of our services to conquest customers, supporting regional sales teams to coaching our growing portfolio of customers, you will help customers get the best results for their business and support their return on investment.

We are looking for someone who has proven experience in building lasting rapport and is passionate about delivering excellent customer service. If you have a background in customer service or telematics and possess a strong customer first approach, this could be the perfect opportunity to join our team and make a meaningful impact.

Essential duties & job responsibilities

· Pro-actively support the portfolio of Connected Services solutions, in line with agreed service levels to existing and conquest customers, including but not limited to our network of independent dealers.

· Deliver comprehensive training and product familiarisation to both conquest and existing customers, sales teams, and management, to support customer onboarding.

· Provide aftersales and product support to regional sales teams.

· Support technical workflow for hardware issues, collaborating with both technical and Scania Assistance to escalate and follow through with issues.

· Provide detailed technical support and raise FRAS cases where appropriate for complex back office issues, maintaining detailed and timely correspondence with all parties involved.

· Develop relationships with key-stakeholders and providing support to uphold Scania’s value proposition – understanding the customers’ needs and providing follow ups as required.

· Provide ongoing support for the Connected Services team, including but not limited to helping field queries to adhoc admin support.

· Keep up to date with customers, industry activity and Scania’s services portfolio as well as competitors product/service portfolios and activities.

· Maintain a good working relationship with sales representatives, including scheduling meetings with existing or prospective clients.

· Develop internal customer relations to optimise Connected Services product saturation – New Sales, Used Equipment Sales etc.

· Develop and improve internal processes, to support customer onboarding and increasing product awareness.

· Pro-actively collaborate with Marketing to support material creation and Connected Services campaigns, using experience and knowledge to provide customer insight.

How you’ll make a difference

You will become an integral part of the team and will be responsible for providing comprehensive support for our Connected Services offerings. Maximising business opportunities at all times, the successful candidate will work closely with teams across the business to deliver value to the customer.

Typical days will be spent coaching our customers, delivering training and support as required. The successful candidate is therefore likely to:

· Deliver coaching/training for the use of our Connected Services offerings, to help provide a value-added service.

· Describe our services, giving advice on the benefits and options available.

· Maintain regular and professional contact with our portfolio of customers and colleagues, including follow-ups, to provide support and assistance as required.

· Complete details within Scania’s CRM systems, to include notes and follow up information.

· Liaise with workshops on occasion, to support hardware issues.

· Handle general enquiries about our services and procedures.

Candidate requirements

· Proven customer service or equivalent experience, with effective follow up and support skills

· Experience in the telematics industry

· Excellent communication and people skills, with a strong customer focus

· Enjoys working with customers and building relationships

· Good presentation skills

· Good computer skills, including use of Microsoft Office and CRM packages

· Ability to understand how connectivity can be used to solve real-world business challenges

· Knowledge of the Automotive industry and thorough commercial awareness

· Flexibility to travel across the UK as and when the business requires

· Flexible and adaptable to change

Desirable

· Relevant Education or equivalent work experience

· Business knowledge and experience from a similar role 

Working for Scania is not just about the job. It’s about you too, and this is where the company goes the extra mile, and provides an industry leading employment package.

Excellent benefits package including Pension Scheme, Complementary Life Insurance, Financial Incentive Schemes, discounts on major retail outlets including groceries. For a full breakdown of benefits; please visit our website and follow the careers link.

At Scania we invest considerably in staff development and training and you can expect to receive comprehensive training to provide opportunities for career progression not only in the UK but throughout our Global organisation.

Scania is dedicated to delivering exceptional products and services to our customers and the successful candidate will reflect our core values; Customer First, Respect for the Individual, Elimination of Waste, Determination, Team Spirit and Integrity in all we do.

If you feel you have the skills and expertise for this challenging role then please apply today.

Scania (Great Britain) Ltd is an equal opportunities employer.

**Strictly No Recruitment Agencies

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